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About the Role

LGT Wealth Management UK LLP is seeking a leader to manage and develop Service Centre and Service Delivery teams, ensuring high performance and continuous growth. This role involves overseeing ITSM activities, managing major incidents, coordinating hardware deployments, and ensuring smooth transitions from projects to support. The position also requires strong stakeholder engagement, driving continuous improvement, and maintaining compliance with ITIL practices.

Responsibilities

Lead, manage, and develop the Service Centre and Service Delivery teams to ensure high performance and continuous growth.
Allocate resources effectively to meet service demands and requirements, including Tech Bar presence, Client Portal support line and visits to our UK and Jersey offices.
Oversee the resolution of ITSM activities such as incidents, service requests, assignments, problems etc within agreed SLAs.
Respond to escalations and complaints about IT Service, escalating to Head of Service Delivery where appropriate.
Own the Major Incident process, take ownership of major incidents to ensure coordination of resolvers, effective stakeholder communications, and post incident review.
Co-ordinate hardware deployments, including laptops, iPhones, headsets and desk moves.
Accountable for ensuring stock levels of IT consumable items and order replacement items as required.
Collaborate with development, product and project teams to ensure smooth transitions from items coming in from projects to the support world.
Own Identity Access Management processes; ensuring joiners, leavers, and transfers are completed accurately and in accordance with the relevant processes.
Own the Change Enablement Process and execution of change advisory board (CAB) meetings.
Maintain strong relationships with business users, Technology teams, and third-party vendors to ensure service alignment and satisfaction.
Work with internal IT, LGT Group IT, and third-party IT functions to ensure actions are taken and completed to improve services.
Communicate service performance, risks, and improvement plans to stakeholders regularly.
Drive continuous improvement initiatives to enhance support processes, tools, and documentation.
Ensure compliance with ITIL practices and internal governance standards.
Ensure staff understand and apply all policies and procedures, keeping up to date with all internal compliance courses.
Monitor performance and support metrics, identifying trends and areas for improvement.
Produce regular reports on service performance, incident trends, and team productivity.
Ensure the creation and maintenance of knowledge base articles, runbooks, and support documentation.
Promote knowledge sharing within the team to improve efficiency and reduce resolution times.
Perform other duties as assigned by Team Head, Service Delivery.

Requirements

Proven experience leading and developing high-performing support teams.
Ability to motivate, coach, and mentor team members to achieve service excellence.
Flexible approach to working hours, to accommodate global IT meetings and managing major incidents that occur outside of business hours.
Working knowledge of IT systems including: Windows 11, MS Teams, SCCM, Active Directory, Group Policy, MS Office, iPhone mobile devices, Video and audio-conferencing systems.
Experience using endpoint management tools, such as Microsoft SCCM and Microsoft Intune.
Skilled in managing major incidents, root cause analysis, and overseeing long-term fixes.
Experience in creating and maintaining support documentation and knowledge bases.
Familiarity with ITIL practices and experience with IT Service Management tools such as Ivanti, Service Now, JIRA etc.
Excellent communication skills with the ability to translate technical issues into business language.
Strong relationship building skills with internal teams, vendors, and business stakeholders.
Experience in driving service improvements and optimising support processes.
Ability to monitor KPIs and SLAs and take proactive steps to ensure targets are met.
Understanding of data protection, security standards, cyber security concepts and compliance requirements.
Ability to assess and mitigate risks related to application support and service delivery.
Strong commitment to delivering high-quality support and enhancing user satisfaction.
Ability to manage expectations and resolve conflicts effectively.

Skills

ITSM
Incident Management
Problem Management
Major Incident Management
Change Enablement
Identity Access Management
Stakeholder Engagement
Continuous Improvement
ITIL
Knowledge Management
Team Leadership
Resource Allocation
Hardware Deployment Coordination
Stock Management
Service Transition
Risk Management
Compliance
Reporting
Windows 11
MS Teams
SCCM
Active Directory
Group Policy
MS Office
iPhone
Video Conferencing
Audio Conferencing
Microsoft Intune
Endpoint Management
Root Cause Analysis
Knowledge Base Creation
Support Documentation
Ivanti
Service Now
JIRA
Communication Skills
Relationship Building
KPI Monitoring
SLA Management
Data Protection
Security Standards
Cyber Security
Customer Focus
Conflict Resolution

Location

London
Edinburgh
Jersey
Leeds
Birmingham
Bristol
Manchester
UK

Work Type

Full-time
Onsite

Experience Level

Management
Leadership

About the Company

LGT Wealth Management UK LLP is a UK-based partnership, wholly owned by the private banking group LGT, which is in turn owned by the Princely Family of Liechtenstein.
Established in 2008 with a fresh approach to wealth management.
Operates entities focusing on US and Jersey based clients.
Head office in London with a presence in Edinburgh, Jersey, Leeds, Birmingham, Bristol and Manchester.
Client-first approach providing a transparent service designed around individual needs.
Draws together in-depth knowledge and experience from across the industry.
Provides a flexible, bespoke service adapted to each client’s needs.
Mission is to create long-term value for all stakeholders.
Culture encourages individuals to generate, develop and implement ideas.
Core values: Belonging, respect, integrity, conviction and entrepreneurship.
Becoming an employer of choice in its sector with growing brand recognition.
Over £30 billion in funds under management and circa 700 staff.